London Borough of Merton - Reablement Service

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 85 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People using the service told us that staff treated them with respect and provided care in a dignified way. Comments included, “The couple who came and helped me in those first few weeks were very kind to me” and “They all treated her in a nice friendly way and we were happy with the care she received”, “They all are caring and kind towards us and show respect just by the way they treat us” and “The carers that come to us are very nice people and very kind and caring and show respect and ask consent and things like that.”

Staff spoke about people with empathy and compassion. They spoke about how they delivered personal care to people that was dignified and respectful, focussed on helping them to achieve their goals.

Care plans were written in a way that was respectful and dignified. They included ways in which that people’s care should be delivered with respect to personal care tasks in a dignified way.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People told us that staff respected their individual needs. Care workers were aware of people’s individual preferences such as what they liked to eat and how they preferred their care to be delivered. They said, “I was involved with the care plan and that is followed as it states. It is all being done as it should be.”

People’s care plans were personalised and contained biographical information about their individual needs and preferences.

The provider had a culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

The provider had systems in place to record any incidents and accidents. The registered manager told us, “We have an incidents and accidents log that we monitor.” Support workers explained the process they used when reporting any incidents.

We reviewed the incidents log with the registered manager, which showed the incidents that had taken place, any action taken and lessons learnt.

Any lessons learnt or themes were discussed in Multi-Disciplinary Team (MDT) meetings which helped to ensure these were embedded in future practice.

The provider was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

The provider was extremely quick in acting on referrals and ensuring a package of care was in place with a quick turnaround.

Managers told us they worked extremely closely with the Hospital discharge team when reviewing referrals. The registered manager told us that after an initial screening, a reablement officers carry out the settling in or initial visit within 2 hours of people getting home after their discharge. If needed, an OT visit would also take place within 24 hours to assess if any additional OT support was required. equipment

Staff told us that they worked closely with health colleagues if equipment was needed to enable people’s support. They said equipment was delivered quickly, often same day delivery.

The provider had a culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

The provider had systems in place to record any incidents and accidents. The registered manager told us, “We have an incidents and accidents log that we monitor.” Support workers explained the process they used when reporting any incidents.

We reviewed the incidents log with the registered manager, which showed the incidents that had taken place, any action taken and lessons learnt.

Any lessons learnt or themes were discussed in Multi-Disciplinary Team (MDT) meetings which helped to ensure these were embedded in future practice.